AVP - Customer Insight & Design Consultant - BPO

Job Title - Customer Insights & Design Consultant

Role Purpose

Working closely with innovation initiative project team members, the User Insights Lead will be responsible for contributing user insight development expertise to the innovation process. They lead user research, both planning and execution, to develop consumer insights, ensure that true user needs are uncovered, and that innovation initiatives seek to fulfill those needs. They lead the user research activities of the prototyping and pilot stages of the innovation process, and synthesize all findings to inform innovation concept iteration and value proposition.

Principal Accountabilities

Part of core initiative project teams, fully dedicated to developing an innovation idea into a concept and advancing through the innovation process (prototype, pilot, launch)

Coordinates and executes various types of research across phases of the innovation process (e.g., generative in concept development phase, evaluative during prototype and pilot phase) to bring - voice of the user- to multidisciplinary innovation initiative teams

Uses deep knowledge of interviewing and observational techniques (e.g., ethnography, secondary, user testing) to lead teammates through research

Synthesizes large sets of qualitative data and information from various sources / types of research (e.g., ethnography, secondary, user testing)

Identifies and develops a set of relevant user-sourced insights and themes which inform concept development process and decisions to advance an innovation initiative to the next stage of the innovation process

Customers / Stakeholders

End users: Insights leads ensure their needs are truly understood and addressed through innovation

Business service/ front-office teams: Driving a mindset shift in BAU population to a user-centricity

Leadership & Teamwork

In leading research, coordinates the involvement of other team members to participate in the research - growing their innovation capabilities and expanding user centricity on teams

Additional Role Context

The jobholder is required to work in an environment of significant ambiguity, with autonomy, dealing with major issues for which there is no clear solution whilst being able to provide judgment and clear direction

The jobholder has substantial autonomy and authority. The jobholder ensures that challenges are made focused on business success

Operational Risk / FIM requirements

The jobholder will ensure the fair treatment of our customers is at the heart of everything we do, both personally and as an organisation

The jobholder will also adhere to and be able to demonstrate adherence to internal controls. This will be achieved by adherence to all relevant procedures, keeping appropriate records and, where appropriate, by the timely implementation of internal and external audit points, including issues raised by external regulators

This will be achieved by adhering to all relevant processes/procedures and by liaising with Compliance department about new business initiatives at the earliest opportunity. Also and when applicable, by ensuring adequate resources are in place and training is provided, fostering a compliance culture and optimising relations with regulators

Experience, Skills and Qualifications

Graduate level education

Experience working with/ for Financial Services institutions

Experience of delivering within a complex matrix environment

Experience working across cultures

Experience gathering user insights (more than 1 year) by facilitating primary and secondary research - both generative and evaluative

Experience of cross-border working